Support Manager jobs in United States
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Replit · 2 months ago

Support Manager

positionFoster City, CA
timeFull-time
remoteOnsite
seniorityMid, Senior Level
money$125K/yr - $140K/yr
date5+ years exp

Replit is a platform that democratizes software development, enabling anyone to build applications using natural language. As a Support Manager, you will lead teams that provide account, billing, and social media support, ensuring users receive fast and accurate assistance while collaborating with various departments to enhance support processes.

Artificial Intelligence (AI)Cloud ComputingDeveloper ToolsInformation TechnologySoftware
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Growth Opportunities

Responsibilities

Lead and develop a global team of Account & Billing Specialists and Social Media Support agents
Oversee day-to-day operations across support queues and social channels, ensuring quick, accurate, and on-brand responses
Manage escalations for complex or sensitive billing issues, collaborating with Finance, Product, and Legal as needed
Monitor and respond to user sentiment on social media, escalating emerging issues or brand risks
Partner cross-functionally to improve self-service tools, billing workflows, and user communications
Define and track team metrics, including SLA adherence, CSAT, ticket deflection, and social response times
Refine playbooks and training materials to ensure consistency, accuracy, and tone alignment across all channels
Coach and mentor team members, driving continuous improvement in quality, empathy, and efficiency

Qualification

Customer support experienceZendesk proficiencyTeam managementStripe proficiencyMetrics-driven operationsEmpathyCommunicationCollaboration skills

Required

5+ years of experience in customer or technical support, including 2+ years in a management role
Proven experience leading account/billing support teams and leading or working within social media or community support functions
Proficiency with Zendesk, Stripe, Slack, and social engagement tools
Strong understanding of metrics-driven support operations, including SLA and queue management
Excellent written and verbal communication — skilled at balancing empathy, accuracy, and speed
Experience collaborating across multiple teams (Finance, Product, Engineering, Comms) in a fast-paced SaaS environment

Preferred

Experience supporting developer or technical communities
Background in fintech or subscription-based billing systems
Familiarity with AI-assisted support workflows (e.g., Fin, ChatGPT, Claude)
Experience scaling distributed or hybrid support teams

Benefits

Competitive Salary & Equity
401(k) Program
Health, Dental, Vision and Life Insurance
Short Term and Long Term Disability
Paid Parental, Medical, Caregiver Leave
Commuter Benefits
Monthly Wellness Stipend
Autonoumous Work Environement
In Office Set-Up Reimbursement
Flexible Time Off (FTO) + Holidays
Quarterly Team Gatherings
In Office Amenities

Company

Replit

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Replit is the most secure agentic platform for production-ready apps.
dateFounded in 2016
location
Foster City, California, USA
people-size51-200 employees
web-link
https://replit.com

Funding

Current Stage
Growth Stage
Total Funding
$472.02M
Key Investors
Prysm CapitalCraft VenturesAndreessen Horowitz
2025-07-30Series C· $250M
2023-11-06Series B· $20M
2023-04-25Series B· $97.4M

Leadership Team

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Amjad Masad
CEO
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Faris Masad
CO-founder and Engineer

Recent News

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Vibe Coding: Executives Use AI to Prototype Ideas Independently
2026-01-09
Venturebeat
Why AI feels generic: Replit CEO on slop, toys, and the missing ingredient of taste
2026-01-09
Financial Express
‘We’re getting closer every year,’ says Vinod Khosla, co-founder of Sun Microsystems on his future tech and AI predictions
2026-01-05
Company data provided by crunchbase